Frequently Asked Questions
1. Can I get real-life actual product photos before ordering?
We support requests for real product photos from customers. If we have unedited, in-kind shooting materials of the corresponding product in stock, we will provide you with actual product pictures for reference free of charge. Please note that we cannot guarantee fulfilling all photo requests due to product batch updates, inventory adjustments and shooting resource limitations. All product images officially displayed on our website are 100% authentic and unmodified, which can accurately reflect the product’s real appearance, color and details.
2. Is order cancellation available for personal reasons or other circumstances?
We support order cancellation with a strict time limit. All orders can only be cancelled within 24 hours after payment is completed and before the goods are shipped out. No cancellation requests will be accepted once the 24-hour window expires or the order enters the shipping process, with no exceptions for personal preference changes or other subjective reasons. Please confirm your purchase carefully before placing an order.
3. Do you offer refunds, replacements or compensation for stolen packages?
In accordance with our official shipping policy, our logistics responsibility for the order terminates completely once the carrier’s tracking status is updated to “Delivered”. The courier’s official delivery record and signed receipt shall be deemed as valid and final proof of successful delivery. Due to frequent online logistics fraud in the cross-border industry, we strictly adhere to this rule. We will not provide refunds, replacements or any form of compensation for packages reported stolen after the system shows successful delivery.
4. What is the process and time limit for product returns and exchanges?
We provide a limited-time exchange service for qualified products. Customers can submit a formal exchange application within14 calendar days from the date of receiving the goods. Any exchange requests submitted after the 14-day valid period will not be accepted. Products received beyond the specified time will be regarded as officially confirmed by the customer, and no further after-sales exchange service will be available.
5. Why is there no updated shipping status after receiving the tracking number?
We cooperate with multiple official logistics carriers to arrange global delivery for orders. Individual products may face temporary customs inspection, detention or return due to product attributes, local customs policies or international logistics uncertainties. In such cases, the initially generated tracking number may become temporarily invalid or fail to update logistics information normally. If you find abnormal or stagnant shipping status, please contact our customer service team in a timely manner for verification and follow-up processing.
6. What should I do if the tracking shows “Delivered” but I have not received the package?
If your order tracking status displays delivered but you cannot find the package at your doorstep or mailbox, please follow the steps below to check firstly: First, confirm whether your family members, roommates or neighbors have signed for and kept the package on your behalf. Second, contact the local courier company or delivery driver to inquire about the specific delivery location and delivery record. If the package is confirmed to be stolen after delivery, we regret that we cannot provide further after-sales assistance or compensation. To avoid package loss, we recommend that you actively check the logistics dynamics after the tracking number takes effect and keep in touch with the delivery driver to avoid the package being placed in unsecured, theft-prone areas.
7. When will I receive my official order tracking number?
Under normal circumstances, we will generate and send the official logistics tracking number to customers via email within 3 to 6 business days after successful payment. If you do not receive the tracking notification email within the specified time, please contact our customer service promptly, and we will check the order processing status and solve the problem for you as soon as possible.
8. Why is my FedEx order still missing tracking updates after several days?
We always prioritize expedited shipping services such as FedEx for orders that select accelerated delivery. However, due to temporary service suspension and coverage restrictions of FedEx in our shipping origin city, your package will be first dispatched via DHL for transit. After the package arrives at the international transit hub and completes logistics entry, the system will synchronize the official FedEx tracking information. We will immediately forward the updated tracking number to you at that time. This special transit process will take a few extra working days, but please rest assured that your order has been arranged for shipment normally and is in transit.
9. What is the overall delivery cycle of my order?
For all paid in-stock orders, the complete delivery period is divided into two stages: First, we need 2 business days for internal order sorting, product inspection and packaging preparation. Second, the standard international shipping time is 10–15 business days, while the expedited shipping service takes 5–7 business days. Considering the uncertainty of international customs clearance, weather and logistics transit, slight delays may occur occasionally. To guarantee your shopping experience, we promise thatall orders can be successfully delivered within one month after payment confirmation.